Genesys Cloud - Main

HELP!

We are in the middle of testing data transfers and are using the export functions from Agent Interactions and Queue Interactions views. And I am receiving 'partial' exports. The system actually shows in my inbox 'partial export'. All day yesterday I was exporting data and the last one worked at 3:12 PM Eastern. At 3:22 PM Eastern it stopped working and I would only get headings.

There seems to be some connection with trying to export current day data. But we have to be able to export current day - all, and also current interval data - because we are validating data to the millisecond. 

I am using our UAT instance of the web application and it is the latest release. We also tested this yesterday with some other people and they are experiencing the same. Is this a bug or does it work as intended? 

Any help would be greatly appreciated!
#Reporting/Analytics

------------------------------
Outi Cornette
Humana Inc.
------------------------------

Hi Outi - 
I'm seeing the same thing on my end. But only if I set my date filter to "Month". If I set it to "Past 7 Days" or "Past 30 days", I'm getting the complete report. Have you tried testing different date ranges/filters? I'd be interested to hear if you're getting the same results. 

Thanks,

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Cory,

I checked doing it by selecting diff date filters. We also did find documentation on how the export works - https://help.mypurecloud.com/articles/export-view-data/ . Our understanding from this article is that the export using data in the historical data store and not the live data in the system. Even with using 'This Week' as the date filter, we get just the first 1.5 hrs of today's data at 11 AM. The past 7 days filter does not include current date.

Because our implementation is closely integrated with our other systems, not having ability to export immediate data is really slowing us down in terms of data validation. It is not enough that we see a conversation ID making it across, we need to make sure all the related data is mapped correctly to our other system. The above article is long so we are still wading thru trying to figure out if and how we can export all the data.

I am seriously thinking of submitting an IDEA because we must be able to debug data integration issues in real-time.

Thank,

------------------------------
Outi Cornette
Humana Inc.
------------------------------

Original Message:
Sent: 08-06-2021 10:52
From: Cory King
Subject: Exports of Interactions not working

Hi Outi -
I'm seeing the same thing on my end. But only if I set my date filter to "Month". If I set it to "Past 7 Days" or "Past 30 days", I'm getting the complete report. Have you tried testing different date ranges/filters? I'd be interested to hear if you're getting the same results.

Thanks,

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi Outi - 
Sorry to hear that doesn't work for your use case. I hope this gets resolved quickly for you!

Best,

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 08-06-2021 11:13
From: Outi Cornette
Subject: Exports of Interactions not working

Hi Cory,

I checked doing it by selecting diff date filters. We also did find documentation on how the export works - https://help.mypurecloud.com/articles/export-view-data/ . Our understanding from this article is that the export using data in the historical data store and not the live data in the system. Even with using 'This Week' as the date filter, we get just the first 1.5 hrs of today's data at 11 AM. The past 7 days filter does not include current date.

Because our implementation is closely integrated with our other systems, not having ability to export immediate data is really slowing us down in terms of data validation. It is not enough that we see a conversation ID making it across, we need to make sure all the related data is mapped correctly to our other system. The above article is long so we are still wading thru trying to figure out if and how we can export all the data.

I am seriously thinking of submitting an IDEA because we must be able to debug data integration issues in real-time.

Thank,

------------------------------
Outi Cornette
Humana Inc.
------------------------------


Original Message:
Sent: 08-06-2021 10:52
From: Cory King
Subject: Exports of Interactions not working

Hi Outi -
I'm seeing the same thing on my end. But only if I set my date filter to "Month". If I set it to "Past 7 Days" or "Past 30 days", I'm getting the complete report. Have you tried testing different date ranges/filters? I'd be interested to hear if you're getting the same results.

Thanks,

------------------------------
Cory King
IT Lead
IGS Energy

I have been reading the documentation and just marked it as not helpful bc that lets me ask questions :)

"A partial export only includes data that is greater than one day old. To include missing transactions when the data is available, create a new export based on the partial export time stamps.
A partial result indication can still return the full result set, and the Partial Result Timestamp, indicating the most recent transaction, shows that the data fell within the requested interval."

So I asked about the bolded statement and HOW to do it because I cannot find anything useful in any of the additional links. 

If I learn more, I will be sure to post here!

------------------------------
Outi Cornette
Humana Inc.
------------------------------

Original Message:
Sent: 08-06-2021 11:29
From: Cory King
Subject: Exports of Interactions not working

Hi Outi -
Sorry to hear that doesn't work for your use case. I hope this gets resolved quickly for you!

Best,

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------


Original Message:
Sent: 08-06-2021 11:13
From: Outi Cornette
Subject: Exports of Interactions not working

Hi Cory,

I checked doing it by selecting diff date filters. We also did find documentation on how the export works - https://help.mypurecloud.com/articles/export-view-data/ . Our understanding from this article is that the export using data in the historical data store and not the live data in the system. Even with using 'This Week' as the date filter, we get just the first 1.5 hrs of today's data at 11 AM. The past 7 days filter does not include current date.

Because our implementation is closely integrated with our other systems, not having ability to export immediate data is really slowing us down in terms of data validation. It is not enough that we see a conversation ID making it across, we need to make sure all the related data is mapped correctly to our other system. The above article is long so we are still wading thru trying to figure out if and how we can export all the data.

I am seriously thinking of submitting an IDEA because we must be able to debug data integration issues in real-time.

Thank,

------------------------------
Outi Cornette
Humana Inc.


Original Message:
Sent: 08-06-2021 10:52
From: Cory King
Subject: Exports of Interactions not working

Hi Outi -
I'm seeing the same thing on my end. But only if I set my date filter to "Month". If I set it to "Past 7 Days" or "Past 30 days", I'm getting the complete report. Have you tried testing different date ranges/filters? I'd be interested to hear if you're getting the same results.

Thanks,

------------------------------
Cory King
IT Lead
IGS Energy

HI Outi

Things may have changed so hopefully someone can correct me if I'm wrong.  The problem here stems from the fact that what you "see" in the performance views is coming from a different data source to what you get in your "export".  Data in the export repository is/was only populated at a specific time each day. 

The following API might be useful as I believe it used to tell you what the most recent time stamp was that would be available in that export datalake.

/api/v2/analytics/conversations/details/jobs/availability

Depending on what you're using or integrating to on the other end you may be able to have that system consume the Genesys Cloud API directly to get data either by querying the Conversations API or subscribing to a particular channel.  Unfortunately while that does work for some, it can become a bit of a rabbit hole.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 08-06-2021 11:38
From: Outi Cornette
Subject: Exports of Interactions not working

I have been reading the documentation and just marked it as not helpful bc that lets me ask questions :)

"A partial export only includes data that is greater than one day old. To include missing transactions when the data is available, create a new export based on the partial export time stamps.
A partial result indication can still return the full result set, and the Partial Result Timestamp, indicating the most recent transaction, shows that the data fell within the requested interval."

So I asked about the bolded statement and HOW to do it because I cannot find anything useful in any of the additional links.

If I learn more, I will be sure to post here!

------------------------------
Outi Cornette
Humana Inc.
------------------------------


Original Message:
Sent: 08-06-2021 11:29
From: Cory King
Subject: Exports of Interactions not working

Hi Outi -
Sorry to hear that doesn't work for your use case. I hope this gets resolved quickly for you!

Best,

------------------------------
Cory King
IT Lead
IGS Energy


Original Message:
Sent: 08-06-2021 11:13
From: Outi Cornette
Subject: Exports of Interactions not working

Hi Cory,

I checked doing it by selecting diff date filters. We also did find documentation on how the export works - https://help.mypurecloud.com/articles/export-view-data/ . Our understanding from this article is that the export using data in the historical data store and not the live data in the system. Even with using 'This Week' as the date filter, we get just the first 1.5 hrs of today's data at 11 AM. The past 7 days filter does not include current date.

Because our implementation is closely integrated with our other systems, not having ability to export immediate data is really slowing us down in terms of data validation. It is not enough that we see a conversation ID making it across, we need to make sure all the related data is mapped correctly to our other system. The above article is long so we are still wading thru trying to figure out if and how we can export all the data.

I am seriously thinking of submitting an IDEA because we must be able to debug data integration issues in real-time.

Thank,

------------------------------
Outi Cornette
Humana Inc.


Original Message:
Sent: 08-06-2021 10:52
From: Cory King
Subject: Exports of Interactions not working

Hi Outi -
I'm seeing the same thing on my end. But only if I set my date filter to "Month". If I set it to "Past 7 Days" or "Past 30 days", I'm getting the complete report. Have you tried testing different date ranges/filters? I'd be interested to hear if you're getting the same results.

Thanks,

------------------------------
Cory King
IT Lead
IGS Energy

Hi Vaun,

You are correct - the data sources are different for UI and Export. Very unfortunate when we are trying to validate test results. In production this may not be as big of an inconvenience. Digging thru Genesys Resource Center we did find that when the export does not contain all the data because the time period filtered on, the export will say 'partial' and the timestamp you mentioned is actually the 2nd column in the export file. So I just had to adjust my validation schedule :)




------------------------------
Outi Cornette
Humana Inc.
------------------------------

Original Message:
Sent: 08-08-2021 16:47
From: Vaun McCarthy
Subject: Exports of Interactions not working

HI Outi

Things may have changed so hopefully someone can correct me if I'm wrong.  The problem here stems from the fact that what you "see" in the performance views is coming from a different data source to what you get in your "export".  Data in the export repository is/was only populated at a specific time each day. 

The following API might be useful as I believe it used to tell you what the most recent time stamp was that would be available in that export datalake.

/api/v2/analytics/conversations/details/jobs/availability

Depending on what you're using or integrating to on the other end you may be able to have that system consume the Genesys Cloud API directly to get data either by querying the Conversations API or subscribing to a particular channel.  Unfortunately while that does work for some, it can become a bit of a rabbit hole.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------


Original Message:
Sent: 08-06-2021 11:38
From: Outi Cornette
Subject: Exports of Interactions not working

I have been reading the documentation and just marked it as not helpful bc that lets me ask questions :)

"A partial export only includes data that is greater than one day old. To include missing transactions when the data is available, create a new export based on the partial export time stamps.
A partial result indication can still return the full result set, and the Partial Result Timestamp, indicating the most recent transaction, shows that the data fell within the requested interval."

So I asked about the bolded statement and HOW to do it because I cannot find anything useful in any of the additional links.

If I learn more, I will be sure to post here!

------------------------------
Outi Cornette
Humana Inc.


Original Message:
Sent: 08-06-2021 11:29
From: Cory King
Subject: Exports of Interactions not working

Hi Outi -
Sorry to hear that doesn't work for your use case. I hope this gets resolved quickly for you!

Best,

------------------------------
Cory King
IT Lead
IGS Energy


Original Message:
Sent: 08-06-2021 11:13
From: Outi Cornette
Subject: Exports of Interactions not working

Hi Cory,

I checked doing it by selecting diff date filters. We also did find documentation on how the export works - https://help.mypurecloud.com/articles/export-view-data/ . Our understanding from this article is that the export using data in the historical data store and not the live data in the system. Even with using 'This Week' as the date filter, we get just the first 1.5 hrs of today's data at 11 AM. The past 7 days filter does not include current date.

Because our implementation is closely integrated with our other systems, not having ability to export immediate data is really slowing us down in terms of data validation. It is not enough that we see a conversation ID making it across, we need to make sure all the related data is mapped correctly to our other system. The above article is long so we are still wading thru trying to figure out if and how we can export all the data.

I am seriously thinking of submitting an IDEA because we must be able to debug data integration issues in real-time.

Thank,

------------------------------
Outi Cornette
Humana Inc.


Original Message:
Sent: 08-06-2021 10:52
From: Cory King
Subject: Exports of Interactions not working

Hi Outi -
I'm seeing the same thing on my end. But only if I set my date filter to "Month". If I set it to "Past 7 Days" or "Past 30 days", I'm getting the complete report. Have you tried testing different date ranges/filters? I'd be interested to hear if you're getting the same results.

Thanks,

------------------------------
Cory King
IT Lead
IGS Energy

Hi Outi,
As previously advised you should look on API conversations details jobs.

There are few scenarios.

• If you want to deal with historical data you can have a look on API Conversations Details Jobs.
• For real time data you can have a look on Genesys Cloud notification topics.

Noralogix already have solution for all Genesys Cloud data scenarios.

• For historical data we have Raw Data, to export conversation details in csv files.
• For real time data we have Genesys Cloud Events + Azure Event Grid to export data to excel, SQL Server, any data storage.

------------------------------
Taras Buha
taras@noralogix.com
www.noralogix.com
------------------------------

Thanks Tara! I will keep this in mind if we experience this need once we get to production. Right now this has been an 'issue' with validating data that goes to our other systems but we are making do :) 


------------------------------
Outi Cornette
Humana Inc.
------------------------------

Original Message:
Sent: 08-11-2021 11:21
From: Taras Buha
Subject: Exports of Interactions not working

Hi Outi,
As previously advised you should look on API conversations details jobs.

There are few scenarios.

• If you want to deal with historical data you can have a look on API Conversations Details Jobs.
• For real time data you can have a look on Genesys Cloud notification topics.

Noralogix already have solution for all Genesys Cloud data scenarios.

• For historical data we have Raw Data, to export conversation details in csv files.
• For real time data we have Genesys Cloud Events + Azure Event Grid to export data to excel, SQL Server, any data storage.

------------------------------
Taras Buha
taras@noralogix.com
www.noralogix.com
------------------------------